This article provides answers to commonly asked support-related questions. For more information about support and to find contact information for offered partner and education programs, please refer to the information provided on the Support Info page.
A: If you have a support contract and require immediate technical assistance, please access the Support Portal or reach out via one of the contact methods listed on the Contact Support page, or reach out to your ASC (Authorized Support Center) partner.
If you do not have a support contract or have non-urgent technical questions the Live Community hosts a Discussion Forum where you can ask your peers, Palo Alto Networks employees and others for insight, or feel free to search the Knowledge Base for an article to assist you in your query.
A: Please check out this article: How to Change Your Community Username/Display Name
Q: Where can I find help on using the Customer Support Portal?
A: Please see the Support Portal User Documents article for information on device management, group member management, and more.
A: Please use the form on the Login Assistance page for assistance from the support team
A: For issues with the learning center, please reach out to the contact listed in the education-faq
A: No, It's simple and free for anyone to register for one, with just your name, email address, and country.
Click here to sign up.
A: Yes, you can use a private email address to create a Live Community account and participate in the Discussion Forum. Some resources which require a valid support contract may not be accessible however.
A: Please follow this link to the registration page
A: GlobalProtect access is controlled by your company's IT department, please reach out to them for assistance.
A: For VirusTotal submissions, please sign in to the Live Community and see the following page:
The following information, in the order listed below, is requested by the team so that they can investigate your claim and change verdicts when warranted.
A: You have most likely tried to access a page that has been archived because it's content is outdated. Look at the URL in the address bar and if it contains "Archived-KB" this means it was removed. Or you may have tried to access a restricted article: make sure you are logged in properly as some articles may require an active support contract linked to your account
A: Yes, you can request a password reset through the 'Forgot Password' page
A: Feature requests are submitted by our sales team. Please reach out to your local team or find contact information via the Contact Sales page
A: For assistance with your Live Community account only, you can reach the Live Community team by sending a message to -- firstname.lastname@example.org*.
*Messages to this address that are not about the Live Community may not receive a response.